Service Desk Manager

Hadrian Automation • Los Angeles, CA

2d • Onsite

About The Position

Hadrian is building autonomous factories to accelerate manufacturing for aerospace and defense companies, producing rockets, satellites, jets, and ships faster and cheaper. They are expanding rapidly, launching Factory 3 in Mesa, Arizona, creating 350 new jobs, and expanding into naval production with Hadrian Maritime. The company is backed by leading investors and aims to reindustrialize American manufacturing. Hadrian is seeking an experienced Service Desk Manager to lead its IT support function, ensuring a high-quality support experience for employees. This role involves managing daily service desk operations, improving service delivery processes, developing support staff, and resolving technical issues promptly. The manager will work closely with IT leadership and cross-functional teams to maintain a reliable, responsive, and user-focused support environment, requiring comfort in leading a team, solving escalations, and providing basic technical guidance.

Requirements

• 5+ years of IT support or service desk experience, with at least 2 years in a leadership or supervisory role
• Strong understanding of IT service management principles, with hands-on experience in tools such as Jira Service Management, Freshservice, ServiceNow, or Zendesk
• Strong knowledge of end-user computing, including hardware support, identity and access management, common SaaS applications, and troubleshooting practices
• Demonstrated experience owning SLAs and using metrics to manage performance and improve service quality
• Proven track record building or significantly improving a knowledge base, with a focus on self-service and shift-left support
• Experience managing or participating in an on-call rotation for high-priority incidents
• Excellent communication, leadership, and problem-solving skills, with the ability to manage competing priorities in a fast-paced environment

Nice To Haves

• ITIL Foundation certification (v3 or v4)
• Scripting or automation experience (PowerShell, Python) and familiarity with IaC tools (Terraform, Ansible) and Git-based workflows applied to IT ops
• Experience in a high-growth or multi-site environment
• Experience with endpoint management platforms (Intune, JAMF, or similar), including Microsoft 365 and Okta
• Familiarity with CMMC, SOC 2, or other compliance frameworks that affect IT operations
• Hands-on experience using AI or LLM tools (e.g. Claude, Copilot, ChatGPT) to improve personal or team productivity in an IT context
• Experience supporting factory or warehouse environments, including ruggedized devices, shared workstations, or OT/industrial equipment, with an understanding of strict change control requirements around production-floor systems

Responsibilities

• Lead daily IT service desk operations, managing ticket queues, incident trends, escalations, SLAs, and serving as the escalation owner for P1/P2 incidents outside business hours.
• Manage, coach, and develop a team of Tier 1 and Tier 2 analysts — including hiring, scheduling, performance reviews, career development, and accountability to team KPIs (CSAT, MTTR, first-contact resolution, SLA compliance).
• Build and maintain a structured IT knowledge base, championing a shift-left strategy to enable end-user self-service.
• Oversee the full end user hardware lifecycle — procurement, deployment, maintenance, and retirement — ensuring all managed devices meet endpoint compliance requirements in partnership with the Security team.
• Own joiner/mover/leaver workflows, ensuring timely device provisioning, account setup, and access revocation in coordination with HR and IT.
• Own and optimize the ITSM platform configuration, including automation, routing rules, and configuration change management, and establish team guidelines for responsible AI/LLM use.

Benefits

• Medical, dental, vision, and life insurance plans for employees
• 401k
• Relocation support may be provided for certain situations, based on business need.
• Flexible vacation policy

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees